1. How to cancel
Contact SOLO as soon as possible by phone or email and quote the booking number. A cancellation is not treated as received until it reaches SOLO through an available contact channel.
2. Before the vehicle is committed
Where SOLO has not committed a driver/vehicle and has not incurred non-recoverable booking costs, SOLO will normally cancel without a transport charge. Any third-party fee that was clearly disclosed and already irreversibly incurred may still be payable where lawful.
3. After a driver or vehicle is committed
If capacity has been committed or the driver has started operational work, SOLO may charge the reasonable costs actually caused by the cancellation, up to the confirmed booking price. This may include unavoidable driver time, mileage already travelled, waiting, parking/tolls or other booking-specific costs. SOLO does not impose an undisclosed automatic percentage penalty through this policy.
4. After collection
Once goods have been collected, the transport service has substantially started and the booking price will normally remain payable. Any request to return, redirect, hold or deliver the goods elsewhere is a service change and may create an additional charge.
5. Failed collection or delivery caused by customer-side issues
If goods are not ready, exceed declared size/weight, are unsafe or prohibited, access is unavailable, or required contacts/assistance are not available, SOLO may charge reasonable attendance, waiting, return or redelivery costs.
6. Changes rather than cancellation
Changes to route points, loading date, vehicle, time requirements, shipment details or services are subject to availability and repricing. A material change may be treated as cancellation of the original booking and creation of a replacement booking if necessary.
7. Consumer bookings and cooling-off rights
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, contracts for transport of goods are excluded from the statutory cancellation right where the contract provides for a specific date or period of performance. SOLO bookings normally require a loading date. If a particular consumer contract falls outside that exemption, any cancellation rights that legally apply will be honoured.
8. Cancellation by SOLO
SOLO may cancel where performance would be unlawful or unsafe, the booking information is materially inaccurate, the selected vehicle cannot lawfully/safely carry the consignment, payment requirements are not met, or an event outside reasonable control makes performance impossible. Where cancellation is not caused by customer breach and no service has been supplied, amounts paid for the cancelled service will be refunded as required by law and the contract.
9. Refund timing
Where a refund is due, SOLO will process it without undue delay using an appropriate payment method. Bank and card-provider processing times may affect when funds appear in the customer’s account.